Cameron Dokey · 221 pages
Rating: (10.8K votes)
“For surely a king is first a man. And so it must follow that a king does as all men do: the best he can.”
― Cameron Dokey, quote from The Storyteller's Daughter: A Retelling of the Arabian Nights
“I will not fail,' the water bearer's daughter vowed. 'But worse than failing is not to try at all. For then there can be no hope of success.”
― Cameron Dokey, quote from The Storyteller's Daughter: A Retelling of the Arabian Nights
“Do you fear to lose me? Have I become so essential to you that you will treasure me always and never take me for granted?”
― Cameron Dokey, quote from The Storyteller's Daughter: A Retelling of the Arabian Nights
“A story can fly like a bee, so straight and swift you catch only the hum of its passing. Or move so slowly it seems motionless, curled in upon itself like a snake in the sun. It can vanish like smoke before the wind. Linger like perfume in the nose. Change with every telling, yet always remain the same.”
― Cameron Dokey, quote from The Storyteller's Daughter: A Retelling of the Arabian Nights
“And so, in their fear, Shahrazad and Shahrayar increased their own danger, though they did not do so knowingly. For, each in his or her own way, both looked in the wrong direction: not inward, but outward. In the moment when they needed to recall it, both forgot the first queen's prophecy.
Only by knowing what was in their hearts and being unafraid to have it known could all be made right once more.”
― Cameron Dokey, quote from The Storyteller's Daughter: A Retelling of the Arabian Nights
Cameron Dokey
Born place: in Central Valley of California, The United States
Born date January 1, 1956
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“I have referred to it as a gift--something for which others with this affliction have taken me to task. I was only speaking from my own experience, of course, but I stand partially corrected: if it is a gift, it's the gift that just keeps on taking.
Coping with relentless assault and the accumulating damage is not easy. Nobody would ever choose to have this visited upon them. Still, this unexpected crisis forced a fundamental life decision: adopt a siege mentality--or embark upon a journey. Whatever it was--courage? acceptance? wisdom?--that finally allowed me to go down the second road (after spending a few disastrous years on the first) was unquestionably a gift--and absent this neurophysiological catastrophe, I would never have opened it, or been so profoundly enriched. That's why I consider myself a lucky man.”
― Michael J. Fox, quote from Lucky Man
“It's a wonderful, inspiring feeling to have real friends who love and understand you. I have never had that feeling before.”
― Hélène Berr, quote from The Journal of Hélène Berr
“I didn’t have anyone, but every time I walked through those doors I felt like each of those authors was my family and the characters they created were all my friends. I counted on them. They were all I ever had. All I still have. Now that the store may go out of business I feel like I’m losing my family and friends. I love all my books. Being a book lover saved my life.”
― J.L. Mac, quote from Wreck Me
“Obviously, in those situations, we lose the sale. But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time. A lot of people may think it’s strange that an Internet company is so focused on the telephone, when only about 5 percent of our sales happen through the telephone. In fact, most of our phone calls don’t even result in sales. But what we’ve found is that on average, every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure that we use that opportunity to create a lasting memory. The majority of phone calls don’t result in an immediate order. Sometimes a customer may be calling because it’s her first time returning an item, and she just wants a little help stepping through the process. Other times, a customer may call because there’s a wedding coming up this weekend and he wants a little fashion advice. And sometimes, we get customers who call simply because they’re a little lonely and want someone to talk to. I’m reminded of a time when I was in Santa Monica, California, a few years ago at a Skechers sales conference. After a long night of bar-hopping, a small group of us headed up to someone’s hotel room to order some food. My friend from Skechers tried to order a pepperoni pizza from the room-service menu, but was disappointed to learn that the hotel we were staying at did not deliver hot food after 11:00 PM. We had missed the deadline by several hours. In our inebriated state, a few of us cajoled her into calling Zappos to try to order a pizza. She took us up on our dare, turned on the speakerphone, and explained to the (very) patient Zappos rep that she was staying in a Santa Monica hotel and really craving a pepperoni pizza, that room service was no longer delivering hot food, and that she wanted to know if there was anything Zappos could do to help. The Zappos rep was initially a bit confused by the request, but she quickly recovered and put us on hold. She returned two minutes later, listing the five closest places in the Santa Monica area that were still open and delivering pizzas at that time. Now, truth be told, I was a little hesitant to include this story because I don’t actually want everyone who reads this book to start calling Zappos and ordering pizza. But I just think it’s a fun story to illustrate the power of not having scripts in your call center and empowering your employees to do what’s right for your brand, no matter how unusual or bizarre the situation. As for my friend from Skechers? After that phone call, she’s now a customer for life. Top 10 Ways to Instill Customer Service into Your Company 1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top. 2. Make WOW a verb that is part of your company’s everyday vocabulary. 3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare. 4. Realize that it’s okay to fire customers who are insatiable or abuse your employees. 5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts. 6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well. 7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize. 8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company. 9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.”
― Tony Hsieh, quote from Delivering Happiness: A Path to Profits, Passion, and Purpose
“Indian companies also had clear and numerous weaknesses. The most important ones were the inability to separate ownership from management; a lack of focus and business strategy; a short-term approach to business, leading to an absence of investment in employees and in product development; insensitivity to the customer, largely because of uncompetitive markets, but resulting in weak marketing skills; an indifference to technology; and, lastly, poor teamwork. Many of these weaknesses were the result of a closed economy.”
― Gurcharan Das, quote from India Unbound: The Social and Economic Revolution from Independence to the Global Information Age
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